Field Support Technician

Black Box•New York, NY

12h•Remote

About The Position

This role reports to and receives its daily job assignments from the Customer Operations Manager in his or her region. This role will also coordinate with other groups within Black Box such as project managers, Smart Hands, and not limited to engaging with BOA project managers and other BOA support team members. The Field Support Technician will manage the day-to-day service operations of installations, delivery, and deployment of technical resources within their area of responsibility. They will maintain and enhance a strong customer service-oriented environment focused on problem prediction, detection, and resolution. This role will oversee documentation of issues, action plans, and outcomes, and their distribution within their area of responsibility. The technician will perform technician work activities and proactively identify and remove barriers to meeting customer expectations. They will work with the team to ensure root cause is identified, action plans are developed, and ensure follow-up on customer issue resolution, escalating issues as appropriate. The role effectively supports the planning and tracking of projects, resource planning and allocation, and task delegation to accomplish project goals and objectives. The technician will perform installation and service of low voltage category cabling, fiber optic cabling, communications cabling, communication equipment, and other various low voltage related systems. They will measure, install, and pull wires through conduits for all circuitries, and evaluate, diagnose, and troubleshoot cabling infrastructure systems, performing repairs as necessary. The role also involves performing upgrades and additions to cabling infrastructure systems to increase functionality and usability, patching cabling between network equipment and the customer’s network, and installing power cables. Physically installing, configuring, and testing network assets in network closets and data center network cabinets, as well as installing/swapping out devices are key responsibilities. The technician will complete all hard and complex Move, Add, Change (MAC) requests within defined service levels, act as an interface between customer’s associates and management, and provide hardware break-fix services for network infrastructure. They will employ appropriate troubleshooting techniques for network performance issues, ensuring the data network and all related equipment are in optimal working condition. This includes performing network closet clean-up, switch port optimization, and survey work as needed. The role involves performing onsite call-through, data, voice, website, and security testing, supporting carrier testing of circuits, and assisting with facilities efforts, including power and uninterruptable power supply (UPS) restoral and water-related problems. Back-up testing will be performed to ensure all systems are connected to the customer’s network as directed. The technician will perform day-to-day field installation, configuration, service, preventive maintenance, and decommission of advanced services such as wireless, including installing equipment and maintaining WIFI Systems, wireless routers, and roof-mounted antennas. Incidental and preventative maintenance on Wi-Fi equipment will also be performed. Other duties as assigned by management are expected. The role requires coordination with other Team Members within North American Commercial Services (NACS) Operations for efficient project/work order completion. Informing operations management regarding procedures and/or status of work orders is crucial for decision-making, appropriate action, and OSHA compliance. Completing required documentation in various formats according to company standards, such as time reporting, work order progress, and time and materials for client SLAs, is essential. Requesting equipment and supplies for inventory management and ensuring availability of required items is also part of the role. Responding to emergency situations during or after hours for the purpose of resolving immediate client concerns and meeting SLAs is required. Transporting a variety of items for the purpose of ensuring the availability of materials at client sites is necessary. Attending meetings, workshops, training, and seminars for conveying and/or gathering information is expected. Achieving performance targets established by leadership for applicable Key Performance Indicators is a key objective.

Requirements

Must have valid driver’s license and reliable vehicle with the ability to carry a 6-foot ladder
Must have a working smartphone to access company email and company ticketing system
Must have basic cabling tools/technician tools
Must know how to use a laptop/email/basic knowledge of Office 365 applications such as Word, Excel
Must be proficient in utilizing technical tools such as cable testers and fiber testers.
Requires experience in working in communications closets
Must be able to safely lift heavy objects
Must understand cable patching processes and procedures
Must be familiar with 66 Block and 110 Block cross connect procedures
Must have a basic knowledge of data communications networking
Must be able to assist in troubleshooting issues
Must understand network terminology
Must be familiar with IP phone
Requires good interpersonal communications skills
Must be able to explain technical issues in a way the customer will understand an issue
Must be able to interpret a customer’s issue in a way that will allow technician to facilitate a resolution
5 years of experience in data communications
Must have a basic knowledge of Cisco Phones, switches and routers
Must have a basic knowledge of local and wide area networking.
High school diploma or equivalent required

Responsibilities

Manage the day-to-day service operations of the installations, delivery and deployment of technical resources within area of responsibility.
Maintain and enhance a strong customer service-oriented environment focused on problem prediction, detection and resolution.
Oversee documentation of issue, action plan and outcome and distribution within area of responsibility.
Perform technician work activities and proactively identify and remove barriers to meeting customer expectations.
Work with team to ensure root cause is identified, action plans are developed and ensure follow-up on customer issue resolution.
Escalate issues as appropriate.
Effectively support the planning and tracking of projects, resource planning and allocation, task delegation to accomplish project goals and objectives.
Perform installation and service of low voltage category cabling, fiber optic cabling, communications cabling, communication equipment and other various low voltage related systems such as Category 3, Category 5, Enhanced Category 5, Category 6 and Fiber Optic Structured Cable Distribution Systems.
Measure, install, and pull wires through conduits for all circuitries.
Evaluate, diagnose, troubleshoot cabling infrastructure systems and perform repairs as necessary.
Perform upgrades and additions to cabling infrastructure systems to increase functionality and usability.
Patching cabling between network equipment and customer’s network
Installation of power cables from equipment to power supply in rack/cabinet/closet
Physically install, configure and test network assets (i.e. switches, routers, firewalls, network tools & testing devices) in network closets and data center network cabinets.
Install/swap out devices (e.g., phone, computers, cables, boards, edge routers, switches etc.)
Complete all hard and complex Move, Add Change (MAC) requests within the defined service levels
Act as interface between customer’s associates and management
Provide hardware break-fix services for network infrastructure
Employ appropriate troubleshooting techniques for network performance issues.
Ensure the data network and all related equipment are in optimal working condition.
Perform network closet clean-up, switch port optimization, and survey work as needed.
Perform onsite call-through, data, voice, website and security testing
Support carrier testing of circuits
Assist with facilities efforts
Power and uninterruptable power supply (UPS) restoral, water related problems
Perform back-up testing to ensure all systems are connected to the customer’s network as directed.
Perform day-to-day field installation, configuration, service, preventive maintenance, and decommission of advanced services such as wireless
Install equipment and maintain WIFI Systems, wireless router, roof mounted antenna and other infrastructure and technologies to provide wireless communications capabilities across clients’ networks and data computing infrastructure.
Perform incidental and preventative maintenance on Wi-Fi equipment.
Perform other duties as assigned by management.
Coordinate with other Team Members within North American Commercial Services (NACS) Operations for the purpose of completing projects/work orders efficiently.
Inform operations management regarding procedures and/or status of work orders for the purpose of providing necessary information for making decisions, taking appropriate action and/or complying with OSHA regulations.
Complete required documentation in a variety of written and electronic formats according to company standards such as time reporting for billing & payroll, work order progress & completion, time and materials for client SLAs, etc.
Request equipment and supplies for the purpose of maintaining inventory and ensuring availability of required items, as required.
Respond to emergency situations during or after hours for the purpose of resolving immediate client concerns and meet SLAs.
Transport a variety of items (e.g. tools, equipment, supplies, etc.) for the purpose of ensuring the availability of materials required at client site.
Attend meetings, workshops, training, and seminars for the purpose of conveying and/or gathering information required to perform job functions.
Achieve performance targets established by leadership for applicable Key Performance Indicators.